The York Medical Practice

St. John's Health Centre, Oak Lane, Twickenham, Middlesex, TW1 3PA | Tel: 020 8744 0220 | Fax: 020 8892 6855 | Sorry, we're closed

NHS

Practice Policies

Confidentiality & Medical Records

The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Named GP

Each of our patients has a named GP, but as a group practice you can see whoever you like.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or alternatively please click on the link below to view full details on the complaints procedure.

Complaints and Feedback

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Chaperone Policy

We understand patients can sometimes find some consultations, examinations and procedures distressing and uncomfortable. This policy is designed to protect both patients and staff from abuse or allegations of abuse and to assist patients to make an informed choice about their examinations and consultations. A variety of people can act as a chaperone in the practice. Chaperones may be termed ‘formal’ and ‘informal’. Formal chaperones are clinical staff familiar with procedural aspects of personal examination e.g. HCA or Nurse. Informal chaperones can be present as many patients feel reassured by the presence of a familiar person and this request in almost all cases should be accepted.

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Patient Participation Group

Friends & Family Test

  • We would like you to think about your recent experiences of our service.

St John's

  • Monday
    08:00 - 18:00
  • Tuesday
    08:00 - 20:00
  • Wednesday
    08:00 - 18:00
  • Thursday
    08:00 - 18:00
  • Friday
    08:00 - 18:00
  • Saturday
    CLOSED
  • Sunday
    CLOSED

St Mary's

  • Monday
    CLOSED
  • Tuesday
    CLOSED
  • Wednesday
    CLOSED
  • Thursday
    CLOSED
  • Friday
    CLOSED
  • Saturday
    CLOSED
  • Sunday
    CLOSED